Method and apparatus for managing telephone calls

ABSTRACT

A system and method for managing telephone calls is disclosed. The system includes a central controller that receives and processes telephone calls. The identity of a caller is first determined. Based on predetermined settings designated by an end user, a call is directed to one or more telephones of the end user. Preferably, the end user&#39;s telephones ring simultaneously. The user may answer any of his/her telephones and choose from among several options of how to handle the call. If the user chooses to answer the call, the call may be transferred to that telephone and the conversation may commence.

FIELD OF THE INVENTION

The present invention relates generally to call processing and, moreparticularly, to a system, method, and computer program product forprocessing and managing communications over network based serversoperating over IP protocols.

BACKGROUND OF THE INVENTION

Voice telephony and communications today is generally provided tosubscribers via the public switched telephone network (PSTN), wirelesscommunications networks, and the Internet, which can carry telephonecalls between PSTN gateways, from end user to end user, or between anend user on the Internet and an end user on the PSTN or wirelessnetwork.

The process of setting up telephone calls for the PSTN is well known andhas used “out of band” communication over the SS7 (“Signaling System7”). Generally, SS7 signaling uses a network and protocol that isseparate from the network over which voice traffic flows and is used tocontrol switches, such as an AT&T ESS #4 switch, in circuit switchednetworks. Additional protocols have been used for the routing of voicedata over the Internet, including International Telecommunications UnionH.323 Internet protocol and the Session Initiation Protocol (SIP).

Call processing features, such as call forwarding, have been madeavailable to PSTN subscribers via SS7 control protocols, and separatelyto wireless subscribers and VOIP providers. In addition, the PSTN hasbeen used to provide one number telephone routing, pursuant to which asingle telephone number is used to reach a subscriber at one of severaltelephones. Toll free calling has also incorporated call routing tomultiple telephone number based on time of day and other features.

Systems in the prior art have attempted to provide call processingfeatures. Each of these prior systems, however, have many disadvantagesand/or deficiencies. Generally, the prior art does not generally allowcustomization down to the individual caller level. For instance, asystem provided by Ring Central, found at www.ringcentral.com, providescall processing features. Ring Central, however, does not allow settingsfor each web call to be customized. Moreover, ring back tones cannot beuploaded for use with their system. Importantly, calls cannot berecorded, either in their entirety or at a time selected by the user.The prior art systems also fail to remember the identify of a caller whohas previously called. Thus, a caller is forced to identify themselveseach time they call, which causes a significant inconvenience.

Moreover, Ring Central and other prior art systems do not allow a callto be switched to other phones designated by a user. Though the systemsoften provide voicemail capabilities, they do not allow a user toeavesdrop on a voicemail message while it is being left, or to join inwith the caller leaving a voicemail. In addition, prior art systems failto allow text to speech screening.

However, there remains a need for systems and methods to provide acomprehensive communications solution to a subscriber to enable thesubscriber to manage communications via separate subscriber accountsthrough a single portal and to take advantage of data networks and realtime protocols using data networks to the maximum extent possible inmanaging communications. There is still a further need for systems andmethods to interface with the PSTN and other networks through gatewaysthat allow management of control of routing through those networks forthe convenience of subscribers with accounts on one or more of suchnetworks.

SUMMARY OF THE INVENTION

According to the present invention, a subscriber uses a single telephonenumber and servers accessible through an Internet portal to manage therouting of communications among separate communications networks. Thisis accomplished through a communications system that exchangescommunications, such as calls, pursuant to real time protocols withother networks, including the PSTN, wireless networks and VOIP networks,and that exchanges control signals with those same networks through acontrol protocol, such as the session initiation protocol (SIP). Thecommunications systems and methods described herein allow the routing ofinbound calls to a single telephone number outbound to one or more ofthe following: a voicemail database; a PSTN telephone number; multiplePSTN telephone numbers; wireless telephone numbers; VOIP telephonenumbers; and other addresses. In addition, a caller may initiate anoutbound call from the system via the Internet portal to connect one ofthe subscriber's telephones to a destination telephone.

According to one embodiment of the present invention, a system forprocessing calls includes: a database including configurationinformation and authentication information for users; an inboundcontroller coupled to an inbound gateway and the database that exchangesfirst control signals over a session initiation protocol (SIP) with acommunications gateway that generates second SIP control signals basedon information in the first control signals and the configuration andauthentication information; a voicemail database that stores andretrieves communications; a routing controller that prompts callers forinformation and instructions; an outbound communications controllercoupled to an outbound gateway that exchanges fourth control signalswith the outbound gateway and communications via a real time protocolwith the outbound gateway in order to send the inbound communicationsoutbound over at least one communications network. The system furtherincludes a switch coupled to the inbound controller, the inbound andoutbound communications gateways, the voicemail database and the routingcontroller. The switch may receive the inbound communications over areal time protocol from the inbound gateway, exchange the second controlsignals with the inbound controller, and route inbound communicationsbased on the second control signals and the routing controller to atleast one of the following destinations: the voicemail database; and atleast one communications network by sending outbound communications viaa real time protocol and exchanging third control signals with theoutbound controller, including routing information relating to theoutbound communications.

According to various embodiments, the switch may route the inboundcommunications to the voicemail database and to at least one telephoneon at least one of the communication networks. In addition, the routingcontroller may include a state machine coupled with a script database,which stores a configurable script used to issue voice prompts to acaller at one end of one of the inbound communications system forinformation pertaining to the handing of that inbound communication.

According to another embodiment, the present invention comprises amethod for processing calls. The method includes operatively connectinga switch to an inbound controller, an inbound gateway, an outboundcontroller, and an outbound gateway. First control signals may then beexchanged over a session initiation protocol (SIP) between the inboundgateway and the inbound controller based on inbound communications togenerate second SIP control signals based on information in the firstcontrol signals and configuration and authentication information. Theswitch preferably receives inbound communications over a real timeprotocol from the inbound gateway, and the second control signals areexchanged with the inbound controller. Fourth forth control signals arealso exchanged between the outbound controller and the outbound gatewayvia a real time protocol in order to send the inbound communicationsoutbound over at least one communications network. Finally, inboundcommunications are routed based on the second control signals and therouting controller to at least one of: (i) a voicemail database; or (ii)at least one communications network by sending outbound communicationsbased on the inbound communications to the outbound controller via areal time protocol and exchanging third control signals with theoutbound controller, including routing information relating to theoutbound communications.

According to another aspect, the present invention comprises a methodfor processing calls. The method preferably includes receiving a callfrom a caller at an origination point on a first network, and thenexchanging communications signals between the first network and a secondnetwork using a session initiation protocol. Preferably, thecommunications signals at the second network are processed usingconfiguration and authentication information. The method also includesdetermining at least one destination point from a group of destinationpoints based on the processing and directing the communications signalsto the at the at least one destination point and, prior to connectingthe caller and the user, notifying a user of the call from theorigination point.

In one embodiment, the notifying step comprises allowing the user toselect from the following options: (i) accept the call; (ii) send thecall to a voicemail database; (iii) accept the call and record the callin a database; or (iv) send the call to the voicemail database andsimultaneously listen to the call. It may be desirable to allow the callto be directed to two or more destination points substantiallysimultaneously. Optionally, an audible response is sent to theorigination point based on the configuration information andauthentication information. The audible response includes at least oneof: a song (or other MP3); and a voice recording.

It may be desirable for the group of destination points to comprise agroup of telephones.

A user may accept the call on at least one telephone after beingnotified, and preferably the user has the option to notify each of thetelephones within the group of telephones of the call. The call may betransferred from a first telephone to a second telephone when the secondtelephone indicates acceptance of the call. Alternately, the at leastone destination point comprises a voicemail database. The voicemaildatabase preferably stores audio data, and is operable to convert theaudio data into text data. The text data stored in the voicemaildatabase is searchable.

According to another embodiment, a graphical representation of data inthe voicemail database is displayed on a webpage. The graphicalrepresentation includes at least some of: the name of a caller; the timeof the call; the date of the call; a duration of the voicemail; and thelocation of the caller. Preferably, the voicemail database is arrangedbased on a predetermined order selected by the user. To allow increasedaccessibility, the database may be accessible from a remote location.Optionally, a user can select a link on the webpage that connects atelephone selected by the user to the caller. The user can accept thecall and selectively record at least a portion of the call.

According to another aspect, the present invention comprises anothermethod for processing calls. The method includes receiving a call from acaller at an origination point on a first network, and then exchangingcommunications signals between the first network and a second networkusing a session initiation protocol. The communications signals at thesecond network are preferably processed using configuration andauthentication information. Two or more destination points from a groupof destination points are also determined based on the processing. Then,a signal is sent to each of the two or more destination pointssubstantially simultaneously. A user input determines which of thedestination points a communication is established with. A user at theone selected destination point is then presented with identifyinginformation about the caller and a plurality of options for handling thecall. If the user chooses to accept the call, the user is allowed totransfer the call by providing an input that re-initiates the sendingstep.

In one embodiment, the present invention queries a first time caller fortheir identity. Thereafter, the present invention is operable to storethe identity of the caller in a memory. This feature prevents the callerfrom having to identify themselves each time they call. Instead, thecallers identity, e.g., their name, can be provided to the user. If afirst time caller's number is already in the user's address book, thepresent invention will not ask the caller for their identity. Instead,the present invention will read the caller's name from the user'saddress book, e.g., using a text to speech feature. Preferably, thecaller preferably hears an audio file pre-selected by the user after theprocessing step. The plurality of options for handling the call includeat least one of: sending the call to a voicemail database and listeningin on the voicemail as it is being recorded; or accepting the call andsimultaneously recording the call. If the user selects the option oflistening in on the voicemail, the user can selectively terminate thevoicemail and begin communicating with the caller by providing an input.Alternately, the user can send the call to a voicemail database, and thecontents of the voicemail database, e.g., duration of a call, name ofthe caller, telephone number of the caller, are displayed on a webpage.It may be desirable for the order of the voicemails displayed on thewebpage to be customized by the user. If, however, the user chooses toaccept the call after the presenting step, the user can selectivelyrecord at least a portion of the call into a database.

According to yet another aspect, the present invention comprises acomputer program product for use in a call processing system. The systemincludes a computer readable medium and computer program instructions,recorded on the computer readable medium, executable by a processor, forimplementing a call processing system. The call processing systemincludes the steps of receiving a call from a caller at an originationpoint on a first network and exchanging communications signals betweenthe first network and a second network using a session initiationprotocol, and processing the communications signals at the secondnetwork using configuration and authentication information.

Two or more destination points from a group of destination points arethen determined based on the processing, and then a signal is sent toeach of the two or more destination points substantially simultaneously.A communication is then established with one selected destination pointbased on a user input, and a user at the one selected destination pointis presented with identifying information about the caller and aplurality of options for handling the call. If the user chooses toaccept the call, the user can transfer the call by providing an inputthat re-initiates the sending step.

BRIEF DESCRIPTION OF THE FIGURES

Further features and advantages of the invention can be ascertained fromthe following detailed description that is provided in connection withthe drawings) described below:

FIG. 1 is a block diagram showing an overview of one embodiment of thepresent invention;

FIG. 2 is a diagram showing an exemplary webpage according to one aspectof the present invention;

FIG. 3 is a diagram showing another exemplary webpage according to oneaspect of the present invention;

FIG. 4 is a diagram showing yet another exemplary webpage according toone aspect of the present invention;

FIG. 5 is a diagram showing still another exemplary webpage according toone aspect of the present invention;

FIG. 6 is another diagram showing an overview of one embodiment of thepresent invention; and

FIG. 7 is a flow chart showing exemplary steps according to one aspectof the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

A drawback of existing telephone systems, whether switch or packetbased, is that the calls may only be routed to one destination. That is,it has a single point of origination, and a single destination. In anincreasingly mobile society, existing telephone systems simply fail toprovide the accessibility that consumers desire. To overcome this andother disadvantages, the present invention comprises a system forprocessing calls. The system allows, for example, a call to be routed toone, or even multiple, destinations. In addition, the system allows thecalls to be filtered and manipulated in a variety of manners discussedbelow in detail.

System Architecture

According to one aspect, the present invention may employ a variety oftypes of hardware and software. The software may be written in anycomputer language known to those skilled in the art. Moreover,combinations of different languages may be used, such as C, FORTRAN,JAVA, HTML, and the like.

The hardware that may be used in combination with the present inventionincludes processors, memory, e.g., random access memory (RAM) andread-only memory (ROM), flash memory, and the like, and input devices,e.g., a keyboard, mouse, and the like. The present invention may alsoinclude a display device, e.g., a screen, and routers and switches. Thedifferent hardware is preferably operatively connected. According to oneaspect, the hardware may be enclosed within a housing, such as acomputer or the like.

In alternate embodiments, the present invention may also include anycomputer readable medium, including, but not limited to, a computerdisk, a CD-ROM, flash memory, RAM, ROM, or any other computer readablemedium known to those skilled in the art. It is desirable for thecomputer readable medium to include computer program instructionsrecorded thereon. A processor is preferably operable to execute thecomputer program instructions in order to implement the presentinvention.

In one embodiment, the present invention uses a combination of hardwareand software to route a call from a first network, e.g., a traditionalswitch based network, e.g., the PSTN, over a packet based network, e.g.,the Internet. Skilled artisans will recognize, however, that a call mayoriginate from any type of network. For instance, in another embodimenta call may originate from a wireless network, e.g., a cellular orsatellite based network. Alternately, the call may originate from apacket based network, e.g., the Internet, using a communicationsapparatus that employs Voice over Internet Protocol (VOIP). Regardlessof the origin of the call, it is preferably routed to a packet basednetwork, unless it originates from the packet based network, asmentioned above. From the packet based network, the call may be directedto several different endpoints, preferably simultaneously. The endpointsmay reside on a switch based network, a packet based network, or even awireless network, e.g. a cellular telephone network or a satellite basednetwork.

FIG. 1 is a block diagram showing an overview of one exemplaryembodiment of the present invention. In one embodiment, the systemincludes an inbound controller 10 that is operatively connected to apacket based network. The inbound controller 10 may comprise a sessionborder controller (SBC). It may be desirable for the SBC to utilize opensource software, although other types of proprietary software may beused. The system also includes a substantially similar outboundcontroller 12 that functions in a substantially similar manner.

The inbound controller 10 may be operatively connected to an inboundgateway 14. The inbound gateway 14 is preferably operatively connectedto both a switch based network and the packet based network. Thesegateways, which are well known to those skilled in the art, preferablyfunction as an interface between the switch based network and the packetbased network, and allow signals to pass between the two. A similaroutbound gateway 16 may be operatively connected to a switch basednetwork at another point. The outbound gateway 16 may also beoperatively connected to the outbound controller 12 in order to routecommunications signals to a desired destination.

As shown in FIG. 1, the present invention also includes a database 18that includes configuration and authentication information for users.The database 18 preferably includes a variety of configurationinformation. The configuration information may be used, for example, todetermine where to route a particular call. The routing of a call may bebased on many factors known to skilled artisans, such as the eventualdestination of the call, where the call originated, network traffic,open routers or switches, and the like.

The database 18 also includes authentication information, which allowsthe present invention to filter authorized callers from unauthorizedcallers. For instance, in one aspect of the present invention it may bedesirable to direct authorized calls directly to a user, whileunauthorized, or unrecognized calls are directed to an operator.Alternately, the authentication database 18 allows calls to be filteredso that calls that are designated as undesirable, e.g., telemarketers,can be prevented from reaching an intended recipient.

Calls may also be filtered based on their phone number. That is, a usermay pre-select how they want the system to handle a call from aparticular phone number. When that phone number attempts to reach theuser, it is then handled in the desired manner. A user may alsodesignate two or more phone numbers into a group. The user may thenpredetermine how they want all of the calls in a particular group to behandled. For instance, it may be desirable to group all telephonenumbers from a user's family into a “family” group whose calls andvoicemails may be customized or prioritized.

The system also includes provisions for diverting calls when a user isunavailable. According to one aspect, the diversion is implemented usinga voicemail database 20. The database 20 preferably stores data, e.g.,voice data, in a digital format. When desirable, a user may access thedatabase 20 using a packet based network, a switch based network, or awireless network.

It is preferable for the inbound controller 10 and inbound gateway 14 tobe operatively connected to a central controller 22. The centralcontroller 22 may prompt callers for information and instructions, e.g.,their name, purpose of the call, etc. The central controller 22 may alsobe operable to receive the inbound communications over a real timeprotocol from the inbound 14 and outbound gateways 16. Then, the centralcontroller 22 may exchange control signals with the inbound controller10 in order to route the inbound communications based on these controlsignals.

In one embodiment, the central controller 22 preferably includes aswitch 24, e.g., a softswitch. The central controller 22 also preferablyincludes a routing controller 26 and may optionally include anadditional database 28 to which information may be stored, and fromwhich information may be retrieved. According to one aspect, the centralcontroller 22 preferably communicates with the inbound 10 and outboundcontrollers 12 using the session initiation protocol (SIP). According toother embodiments, however, the present invention may also be used incombination with User Datagram Protocol (UDP), Transmission ControlProtocol (TCP), Asynchronous Transfer Mode (ATM), and the like.

As mentioned above and illustrated in FIG. 1, the central controller 22may direct communications signals to one, or multiple destinations. Inone aspect, the communications signals (and thus the call) are directedto at least one of two destinations. The first possible destination maybe the voicemail database 20. The second destination may be acommunications network such as a switch based network, a packet basednetwork, or a wireless network. The second destination is determined bysending outbound communications based on the inbound communications tothe outbound controller 12, preferably via a real time protocol (RTP).In doing so, control signals are exchanged with the outbound controller12, including routing information relating to the outboundcommunications.

Exemplary Features of the Present Invention

According to one aspect, the system described above allows the presentinvention to implement various features. Several exemplary featuresaccording to one aspect of the present invention are described below.These features are not intended to limit the present invention in anyway, and represent a sample of the many features that may be implementedin conjunction with the system of the present invention. Additionalfeatures known to those skilled in the art, either alone or incombination with the features described below, may be implemented asdesired.

Record/Read On the Fly

According to one embodiment, a user may record a telephone conversationat any time during the conversation. The recording may be started,stopped, and restarted at any time. The recording of the conversation ispreferably stored on a database of the present invention. The specificdatabase chosen may vary. In one embodiment, however, a databaseoperatively connected to the central controller may be used. If a useris talking on a telephone, it is desirable for the recording to bestarted and stopped by having the user provide an input using a specificbutton, e.g., the four key “4” on a touch tone keypad.

Customized Ring Tones On Ring Back

One embodiment of the present invention may include the ability tocustomize the ring tone that is audible to the caller (aka ring backtone). That is, a user may designate a particular song, tone, or otheraudible signal that should be played for a caller. Thus, when adesignated caller dials a user's phone number, the caller will hear thering back tone that has been selected for them by the user. The ringback tone may include a recording, e.g., a user's voice, or it mayinclude a song. Various ring tones, preferably in MP3 format, may bechosen or uploaded to the system of the present invention. It isdesirable for ring back tones to be selected for each individual callerthat a user designates. In the event that a ring back tone has not beenselected for a caller, a default ring back tone may be selected.According to another embodiment, the present invention also allows acustomized ring back tone to be assigned on a group basis. Thus, a usermay define two or more telephone numbers as belonging to a particulargroup. The user may then select a desired ring back tone to be playedanytime a caller from that group attempts to reach the user.

The present invention does not have to be limited to one ring back tonefor each caller or group of callers. The user may select two or moreback ring tones that can be played for a particular caller. A ring backtone may be randomly selected from the group of two or more ring backtones when the particular caller or group of callers attempts to reachthe user. Optionally, the ring back tones may be played for the callerin a predetermined order selected either by the user or a computerprogram that automatically selects one of the group of ring back tonesto be played.

Selective Screening

It is desirable for a user to be able to select from several options forrouting an incoming call. To begin, the incoming call is held at thecentral controller. The central controller may then call the telephonesdesignated by the user. When a user answers the telephone of theirchoice, they are presented with the identity of the caller and severaloptions for handling the call. For instance, according to oneembodiment, a call can be screened in one of four ways. First, a usermay choose to accept a call, in which case the call will be routed tothe telephone that the user answered. If the user chooses not to acceptthe call, they may choose to send the call directly to voicemail. Inthis scenario, the central controller routes the call directly tovoicemail. A call may also be routed directly to voicemail if a userchooses not to answer any of the phones they have designated, or a usermay set a rule that all calls from a particular caller are routeddirectly to voicemail, in which case the designated phones of the usermay not ring at all.

It is also preferable for the user to have other options for screening acall. A third option may be, for example, to accept the call and recordit. As mentioned above, of course, the recording may be started andstopped at any time. However, by selecting this option the call will berecorded as soon as it is initiated. A caller may later stop therecording if desired. The user may also choose to send the call tovoicemail, and simultaneously eavesdrop on the voicemail. Using thisoption, a user may hear the message that the caller is leaving on thevoicemail, but the caller may not hear the user. One advantage of thisoption is that a user may determine the importance of the call, andwhether or not they would like to speak with the caller. If, bylistening to the voicemail as it is being recorded, the user determinesthat they want to speak to the caller, the present invention allows theuser to cut into the call and speak with the caller. A caller maypredetermine whether they want the voicemail recording to end when theydecide to cut into a call. This feature may be implemented, for example,by requiring the user to press a specific button, e.g., the star key“*,” in order to cut into the call. Skilled artisans will recognize thata variety of methods may be used to cut into the call. For instance,other buttons or combinations of buttons, voice commands, and the likemay be used to implement this feature.

Call Switch Between Phones

It is often desirable to switch a call from one phone to another. Thephones may be located on the same, or different networks. This featureis advantageous if, for example, a user is talking on their cellulartelephone, and they want to transfer the call to their home telephone.Using the system of the present invention, a user can implement the calltransfer feature by taking a specified action, e.g., pushing a button ona touch tone pad of their telephone. When the feature is implemented,each of the other designated telephones will ring. While the othertelephones are ringing, the call is preferably still connected to thetelephone on which the user was originally talking. When anotherdesignated telephone is answered, the call may then be disconnected fromthe original telephone, e.g., the cellular telephone, and transferred tothe new telephone, e.g., the home telephone.

In an alternate embodiment, the call does not have to be connected tothe original telephone, e.g., the cellular telephone, when the featureis implemented. That is, when the feature is implemented by the user,the call may be disconnected from that telephone. The other designatedtelephones may then ring, and the user may choose which phone to answer.When the user answers the new telephone, e.g., the home telephone, thecall may be connected to that telephone.

Voicemail

As discussed above, the present invention includes a voicemail database.One embodiment of the present invention includes the ability tomanipulate the voicemails stored on the database in a variety of ways.One feature of the present invention allows the voicemails to be fastforwarded, rewound, paused, or stopped. A user may also designate apriority for each caller, and their related voicemail. Thus, if a callerknows that a particular caller is a high priority, they may designatethe caller as such. Then, when the high priority caller leaves one ormore voicemails, they will be played before other voicemails that are ofa lesser priority to a user.

This feature of the present invention is particularly advantageous whena user is accessing their voicemail from a telephone because it preventsa user from having to sort through and listen to multiple voicemailsthat may not be important to the user. The voicemails may be “ranked”according to any desired criteria. Examples of criteria that may be usedto rank voicemails include, but are not limited to, the frequency of thecalls, the importance of a caller, voicemails designated urgent by acaller, and the like. Using this feature of the present invention, auser can quickly access their voicemail box and any high priorityvoicemails without delay. As will be recognized by skilled artisans,multiple tiers of priority may be predetermined by a user. Anyvoicemails stored in the database may then be played back to the user inthat order.

The present invention also includes the ability to access voicemails viaa webpage, as shown in FIG. 2. The webpage preferably presents a list ofvoicemails and provides identifying information, such as the callersname, timestamp, date, phone number, duration of the voicemail, city inwhich the call originated (by area code), and the like. The voicemailsmay optionally listed in a desired order, for example, by the time theywere recorded, by date, according to predetermined groups, and the like.In this manner, a user may view the entirety of his/her voicemails andselect which ones they want to listen to.

In one embodiment, a user may listen to a voicemail by selecting or“clicking” on a link within the webpage. After selecting the link, thevoicemail will begin to play, as illustrated in FIG. 3. When a user hasfinished listening to the voicemail, they may close the voicemail andreturn to the list. The voicemails may be saved, deleted, forwarded, andthe like. One advantage of the present invention is that the voicemailsare stored in a voicemail database that is preferably operativelyconnected to the central controller 22. The links to the voicemailsprovided on the webpage do not forward a copy of the voicemail itself.Rather, the link plays the voicemail directly from the database. Evenwhen a voicemail from the webpage is forwarded to another person, thelink still plays the voicemail directly from the database. In thismanner, a user may delete a voicemail from the database in order toprevent it from being accessed by anyone who has a copy of the link. Inother words, anyone who has a copy of the link will be prevented fromlistening to the voicemail after a user has deleted it from thedatabase.

According to another aspect of the present invention, the voicemaildatabase may also include a transcript of each voicemail. This may beimplemented using any speech to text software and/or hardware known tothose skilled in the art. The voicemail transcript may then besearchable, e.g., by keyword. This may be useful to professionals, suchas lawyers and doctors, who need to accurately recall the contents of aconversation or voicemail.

In another embodiment, a voicemail may be forwarded to another person sothat they can access the voicemail at any time. This is preferablyimplemented by forwarding the code that accesses the voicemail database.The code may comprise a link, e.g., a HTML link, that may be cut andpasted into an email or webpage. Those skilled in the art will recognizethat the code is message specific, i.e., each voicemail has a uniquecode that only allows access to that particular voicemail. The presentinvention also preferably includes the ability to return a call from thewebpage listing of voicemails. As shown in FIG. 2, the voicemailincludes a “call” button that may be selected by “clicking” on it. Whena user selects the call feature, a popup appears that allows a user tomake the call from one of the user's designated telephones, or anotherundesignated telephone number, as shown in FIG. 4. Once the user selectswhich telephone they would like to place the call from, the system ofthe present invention initiates a call with caller, as shown in FIG. 5.The selected phone will then ring, and the callers phone will also ring.

It may be desirable for the user's phone to ring first, with thecaller's phone ringing after the user has picked up their own phone.This may prevent a caller from picking up the phone before the user haspicked up their phone. Alternately, both phones may ring substantiallysimultaneously to reduce the delay in connecting the call. If the callerpicks up before the user picks up, the caller may be presented with arecording that asks them to wait for the user to be connected.

Customized Treatment of Callers

The present invention includes the ability to customize the way a calleris treated. Thus, a user may set up a series of rules for each caller.As discussed above, a user may set up a ring tone or specific messagethat a caller hears when they dial the user's number. In addition, theuser may set up a specific voicemail greeting for each user. Moreover, auser may select the telephones that ring when a specific user calls. Forinstance, a user may want all of his/her designated phones to ring whenhis/her boss calls. However, when a call is received from the user'sfriend, the user may only want the call to go to his/her cellulartelephone, or alternately, directly to voicemail during business hours.In this manner, the present invention allows each aspect of the call,from the ring back tone, to the phones to which a call is directed, tothe voicemail greeting, to be customized for each individual caller.

Calls Multiple Numbers Simultaneously

The system of the present invention preferably allows a call to bedirected to multiple destinations, if desirable to a user. As such, whena phone call is received by the system of the present invention, itdetermines the user's preferences for a particular call based on theidentity of the originating phone number. After determining whichnumbers to direct an incoming phone call to, each of the destinationphones preferably begin to ring at the substantially same time. Duringthe time that the destination phones are ringing, the caller is notconnected to any of these numbers. Rather, the call is held at thecentral controller 22 until a user answers one of their designatedphones. The call remains at the central controller 22 until the userselects how they would like the call to be handled, e.g., accept thecall, send the call to voicemail, accept the call and record, oreavesdrop on the voicemail. The present invention is not intended to belimited to calling any number of phones, i.e., it may call as manyphones as desired simultaneously.

Spam Filter

A user may designate certain calls as unwanted, or spam, and choose notto have them delivered to their phones under any circumstances.Alternately, a user may choose to only accept numbers that they know,rejecting all others. The undesirable numbers may be directed directlyto voicemail, or a recording may be played to the caller stating thatthe user has chosen not to accept calls from unknown users.Additionally, the system maintains a database of all numbers designatedas spam and provides the ability for a user to have all communitydesignated spam callers go directly to voicemail.

Web Call Button

The system of the present invention preferably allows a user to copy asection of HTML code to be placed on any website in order to create abutton which may initiate phone calls between a person and the user. Anyperson who clicks on such a button will be prompted to enter their nameand phone number and the system will call them and then call the user atthe numbers designated for such button. Each such button can have customringback tones selected, custom phones to ring, and custom voicemailgreetings to be played.

The Exemplary Method

According to one aspect, the method of the present invention isimplemented using the exemplary system described above. According toanother aspect, the present invention comprises a business method forrouting data that is also implemented using the exemplary systemdescribed above. In one embodiment, the business method may beimplemented using a computer. These exemplary methods according to thepresent invention are described in detail below.

A general block diagram of the exemplary system is shown in FIG. 6.Generally, a user initiates a call by dialing a recipient's phonenumber. The call, as described above, may initiate from anycommunications network, such as switch based network, packet basednetwork, or wireless network. As shown in FIG. 6, a caller places a calland it is routed to the system of the present invention. Once the callreaches the system of the present invention, it may be directed to oneor more destinations simultaneously. One advantage of the presentinvention is that calls may be routed to multiple destinations onsimilar or different networks, e.g., packet based networks, switch basednetworks, or wireless networks, substantially simultaneously.

FIG. 7 is a flow chart showing exemplary steps according to one aspectof the present invention. When a call first reaches the system of thepresent invention, the system automatically screens the call based onits automatic number identification (ANI). After determining the originof the call, various steps may be implemented. Once the caller isidentified, the caller receives a default or customized ring back tone,depending on the user's settings. If the caller is not recognized, thesystem answers the phone, and plays a message that asks the caller tostate his/her name. Once again, the message may be customized. In theabsence of a customized message, a default message may play. After themessage is played, the system will play the ringback tone selected forsuch group of callers.

In an alternate embodiment, the present invention may determine that thecall is a facsimile, text message, or other non-voice data that is beingtransmitted to the user. In this case, the facsimile or text message maybe stored in a document, e.g., a PDF document, and forwarded to theuser's email address. In the case of text messages, the system mayforward that text message to any or all of the users' text enabledforwarding phones and also handle return messages sent through thesystem. The transcript of this communications may be maintained by thecurrent system for future reference, user lookup, etc.

At substantially the same time, the system preferably determines whetherthe originating number has been listed as spam, e.g., a telemarketer, orthey may have chosen to specifically block the number from beingreceived. If the call has not been blocked by a user, the systemdetermines which designated numbers to call. When the user answers thephone, the identity of the caller may be announced to the user. If theidentity of the caller cannot be determined, i.e., if the caller is notin the user's address book, the phone number or other associated ANIinformation, e.g., the name that the phone is registered to, may bepresented to the user. Alternately, the user may be prompted to providetheir name, which may be recorded. The recorded name may then bepresented to the user when they answer one of their designatedtelephones. Subsequently, the user may then choose among severaloptions, such as accepting the call, sending the call to voicemail,accepting the call and recording it, or listening in on the voicemail.

If the user opts to accept the call, or accept it and record it, thecaller and the user are connected and a conversation may commence. Ifthe user opts to send the call to voicemail, the caller will hear avoicemail greeting, which may or may not be customized, and the callermay then record their message. Users that choose to send the call tovoicemail while listening in may listen to the voicemail as it is beingrecorded. If at any time they decide they want to interrupt thevoicemail to speak with the caller, they may do so by activating thetalk feature. The feature may be activated in any manner known to thoseskilled in the art, such as by providing an input, e.g., pressing abutton on a touch tone pad. When the feature is activated, the voicemailrecording may be terminated. Alternately, the voicemail may continuewhile the conversation continues.

Although the invention has been described with reference to particularembodiments, it will be understood to those skilled in the art that theinvention is capable of a variety of alternative embodiments within thespirit of the appended claims. Therefore, it will be understood that theappended claims are intended to cover all such modifications andembodiments which come within the spirit and scope of the presentinvention.

For instance, the present invention as described above may be used incombination with any type of data, including text messages, facsimiles,graphics, e.g., pictures, and the like. The present invention ispreferably operable to determine which type of data is being transmittedby a user. If a person is attempting to transmit a text message to auser, it is desirable for the present invention to recognize that a textmessage is being transmitted. The present invention may then route thetext message to an end destination, e.g., a cell phone, that isdesignated by a user. If, for example, a facsimile is being transmittedto a user, the present invention preferably stores the facsimile in adatabase for later retrieval by the user.

Regardless of the type of data transmitted to the user, the presentinvention may notify the user of the receipt of the data. Thenotifications may be in any manner known to those skilled in the art,e.g., the user may receive an indication that a message has arrived byhaving an icon displayed on their cellular telephone. The user may alsopre-select which end destinations a particular type of data, e.g. textmessages, facsimiles, graphics, can receive a particular type of data. Atelephone on the PSTN, for example, is typically not configured toreceive text messages or graphics. Thus, a user can select options thatdirect these types of messages to only their cellular phone.Alternately, the data may be stored as a message that is accessible bythe user via the Internet.

1-29. (canceled)
 30. A system for customizing calls, comprising: a rulebased system for customizing treatment of an individual caller, whereinthe customization may include a ring tone, a ring back tone, a greetingplayed to the individual caller, direction to a specific telephone, avoicemail greeting, remembering the identity of a caller, or acombination of any of the above; a database including configurationinformation and authentication information for users; an inboundcommunications controller, coupled to an inbound gateway and thedatabase; a voicemail database that stores and retrieves communications;a routing controller that prompts callers for information andinstructions; and an outbound communications controller.
 31. The systemaccording to claim 30, wherein the ring back tone is customized.
 32. Thesystem according to claim 30, wherein the routing controller includes astate machine coupled with a script database, wherein the scriptincludes voice prompts and control signals that prompt a caller at oneend of one of the inbound communications for information pertaining tothe handling of that inbound communication.
 33. The system according toclaim 32, further comprising a database operatively connected to thescript database.
 34. A method for customizing calls, comprising: settingup rules that customize various aspects of the call for each caller,wherein the customization may include a ring tone, a ring back tone, agreeting played to the individual caller, direction to a specifictelephone, a voicemail greeting, remembering the identity of a caller,or a combination of any of the above; incorporating a database forincluding configuration information and authentication information forusers; connecting an inbound communications controller to an inboundgateway and the database; incorporating a voicemail database that storesand retrieves communications; connecting a routing controller thatprompts callers for information and instructions; and including anoutbound communications controller.
 35. The method according to claim34, wherein the ring back tone is customized.
 36. The method accordingto claim 34, wherein an audible response is sent to the originationpoint based on the configuration information and authenticationinformation.
 37. The method according to claim 36, wherein the audibleresponse includes at least one of: a song (or other MP3); and a voicerecording.
 38. The method according to claim 34, wherein a graphicalrepresentation of data in the voicemail database is displayed on awebpage.
 39. The method according to claim 38, wherein the graphicalrepresentation includes at least some of: the name of the caller; thetime of the call; the date of the call; a duration of the voicemail; andthe location of the caller.
 40. The method according to claim 34,wherein the voicemail database is arranged based on a predeterminedorder selected by the user.
 41. The method according to claim 34,wherein the database is accessible from a remote location.
 42. Themethod of claim 34, wherein the caller hears an audio file preselectedby the user.
 43. A computer program product for use in a callcustomizing system, comprising: a computer readable medium; computerprogram instructions, recorded on the computer readable medium,executable by a processor, for implementing a call processing systemcomprising the steps of: setting up rules that customize various aspectsof the call for each caller, wherein the customization may include aring tone, a ring back tone, a greeting played to the individual caller,direction to a specific telephone, a voicemail greeting, remembering theidentity of a caller, or a combination of any of the above;incorporating a database for including configuration information andauthentication information for users; connecting an inboundcommunications controller to an inbound gateway and the database;incorporating a voicemail database that stores and retrievescommunications; connecting a routing controller that prompts callers forinformation and instructions; and including an outbound communicationscontroller.
 44. The computer program product according to claim 43,wherein the ring back tone is customized.
 45. The computer programproduct according to claim 43, wherein an audible response is sent tothe origination point based on the configuration information andauthentication information.
 46. The computer program product accordingto claim 43, wherein the caller hears an audio file pre-selected by theuser.